ComplaintsforMarshall Building & Remodeling, Inc

• Initial Complaint

  07/20/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had 34 ****** triple pane windows installed between 6-8 Oct 2021. This cost me $38,000. Since the windows were installed, I have had either a ****** rep and/or a Marshall's rep come out eight times to make corrections. It started with the need for factory glue fingerprints needing to be removed (this was a two visit issue with Marshall's sending a rep, and 8 Nov ****** sending a rep to fix the issue.) I contacted the office and explained I didn't think the windows were properly installed since I could hear every car going by and I didn't with the 20+ yr windows that were on the house when I bought it (May 2021) and I felt drafts from the windows. 20 Dec 2021, ****** from Marshall's came out and checked all the windows and said they were properly installed, except one screen needed to be replaced. 21 Jan 2022, **** from ****** came out and while waiting for him, I noticed a gap in the sides of the windows allowing me to see outside. **** measured the window to ensure it was the proper size. 8 Feb, ****** and another gentleman from Marshall's came out and adjusted all the windows. Shortly after, I sent photos of other gaps in the windows and complained about the cold draft. On 1 Mar, Marshall's sent the original installers back and they adjusted all the windows again. Also, gave me $500. I still felt the windows weren't properly installed or the windows were poor quality, since the noise level from outside was high. On 13 Apr, a ****** Rep and ****** from Marshall's came out. The ****** rep said all that was required for the windows to be properly installed is the "fuzzy part" needs to have contact on both sides. He went through and said every window was installed properly. A day later I notice one bathroom window wasn't touching on one side. Most of the windows aren't evenly aligned from top to bottom. ****** disassembled a window, to show insulation was installed. Outside traffic is too high, considering triple pane windows and distance to road

  Customer response

  08/01/2022

  I have not heard from the business in response to my complaint. I even sent them a courtesy email, notifying them I had made the complaint,  as soon as I completed it.  I honestly don't think they can resolve the matter.  *********** they adjusted the windows and they still aren't correct.  The last time the team came to adjust the windows, I was told "if all your windows and doors were completely sealed, you would die due to lack of oxygen." 

  I would like this matter resolved, especially before Winter.  This past Winter, a few rooms were so cold and the baseboard heaters wouldn't heat the rooms (even though they were working properly).  This occurred mainly in one of the main floor rooms, and I had to use an electric heater, when we were in there.  This is completely unacceptable. 
  

  

  Business response

  08/02/2022

  To whom it may concern, the windows in question have been inspected on several occasions by both manufacturers (Harveys) and our company (Marshall BR) and found to be installed appropriately to code specifications. We have made several onsite inspections at homeowner request, going as far as removing interior casing to show homeowner all proper insulation and installation has been completed, and cleaning sticker glues from glass. The issue that seems to be of the homeowners concern is traffic noise. The claim that the new triple pane windows installed have somehow elevated the noise level greater than the original windows replaced we have no recourse for. We offer a full 15 year workmanship warranty and are happy to conduct an onsite inspection and resolve any installation issues as part of said warranty. We are looking forward to working with your team towards a speedy resolution.

  Customer response

  08/02/2022

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  I appreciate their response;however, the problem is not resolved.  Yes, part of the problem is the noise, but the THREE times they have come out to adjust the windows was due to major gaps showing the outside (from inside) and the cold air coming inside.  I have sent them pictures and provided BBB one also.  Also, as I have provided a picture, after ****** windows came out, the windows are not even set properly, per their own guidelines (fuzz meeting all sides of the windows).  Yes, the noise is louder than when I had the 20+ yr windows installed.  Marshall's also said the windows would be tougher to open and close, due to them tightening the windows, yet, they open and close easily.  I have had other triple pane windows installed (at a previous residence) and they don't open/close the same, nor do they block the cold air (and probably the warm air) and the noise is not remotely silenced. 

  I don't believe Marshall Building will be able to fix these windows, since they have had numerous times to do so, nor do I think they want to.  Again, their comment about "if the windows and doors were completely sealed, you would die from lack of oxygen." says it all. Two other contractors  have stated how these windows should have been installed and I am just following a rep from Marshall's by filing this complaint.  If BBB says it isn't valid, then I will just have to pay another company to replace/fix these windows. 
  

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *****

   

   

  

  Business response

  08/08/2022

  We are attempting to reach a resolution. The homeowner initially indicated on this forum that they are seeking repair, yet their last response suggests theyre not open to repair from our company. We have attempted to contact the homeowner via phone to expedite a resolution, and are awaiting response. As we stated previously, we are happy to conduct another inspection and resolve any installation issues as part of our workmanship warranty. Thank you.

  Customer response

  08/09/2022

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]

  First, the only reason this complaint was filed, was due to the suggestion from a Marshall's rep.  He explained an outside contractor would come in and inspect and if the windows were not properly installed, then Marshall's would have to pay for someone else to fix it.   I am tired of wasting my time for intellectually insulting comments, and three attempts to fix the windows and they are still not all properly installed.  So, I thought the Reps suggestion was perfect.  However, I have since learned that this is not the case.  

  I have called the owner of Marshall's back and I am working with them to come back out, one last time, and hopefully correct the issues.  
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *****

   

   

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩